Originally Posted by LowellG
I want to be fair to a start up company, but updates are simple issue. If they can't handle that, will they be around to honor the warranty? Additionally once your credit card is ran, you get a shipping status within 24-48 hours. My card was ran 12 days ago. I haven't heard a thing.
Updates may seem "simple" when you think in terms of 1 or 10 or even 25 How about well >100... that would need to be done manually, and I'd guess re-done every few days?
I'm not disagreeing with you that ideally, we would have these capabilities. The reality is we don't.
As for warranty concerns, 99% of any warranty issues for home audio subwoofers are amplifier related. I don't recall us ever being out of amplifiers. In fact, besides the occasional (and believe me VERY frustrating) missed deadlines by our driver vendor I don't think we've been out of anything for more than a few days. For a very small company in a very big pond----that in itself is somewhat unheard of. Our warranty issues have been extremely low but I believe anyone that has had to contact us in this regard will report that we handled everything to their complete satisfaction. Per the CC charge, our preference is not to charge the transaction until we ship. In our rare back order instances we are often given notifications by our "merchant account" that if we do not accept the funds within 24 hours the order will be cancelled. If we feel confident that we will be able to ship the order within a reasonable amount of time(say 3-5 business days) we will go ahead and complete the transaction as the alternative is to have the order auto-cancel. Then we need to call/email each customer and try to explain why we cancelled the order and why they need to go through the inconvenience of a "re-order". Of course in this instance, we didn't receive the driver shipment when we expected it and the shipping delays have been longer than we anticipated.
Again, I cannot apologize enough for this. We are making every attempt to ensure these kinds of outages are eliminated in the future. The patience shown by nearly every customer waiting for their orders to be fulfilled has been amazing and we very much appreciate it. And trust me, comment/criticism like this does *not* fall on deaf ears. Whenever a customer is disappointed in any regard with Power Sound Audio Jim and I both share the same POV
"what can we do to make sure this doesn't happen again?"
Power Sound AudioEdited by Tom Vodhanel - 1/21/14 at 1:50pm